70% 92% Managing Your Online Reputation. Review Sites. Social. Mobile 18/01/2013. Facebook has more than 1 billion active users

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1 Managing Your Online Reputation Building your business with the world s largest travel site Mobile Social Review Sites 2 Who consumers trust #1 #2 92% trust recommendations from people they know 70% trust online consumer opinion Facebook has more than 1 billion active users Source: Nielsen Consumer Trust in Online, Social and Mobile Advertising Grows, April 2012 Source: Facebook.com 4 1

know 70% trust online consumer opinion Facebook has more than 1 billion active users Source:

2 U.S.: Highest Facebook population in the world! How consumers use mobile: travel The U.S. has 167,554,700 Facebook users. That is over 50% of the total U.S. population. Mobile was responsible for $2.6 billion in travel booking value in By 201, that number is projected to exceed $8 billion. 1 in 4 active travellers use a mobile device while on the move. 2 Source: Socialbakers.com, November PhoCusWright January mydestination.com 5 6 Where does TripAdvisor fit in? The World s Largest Travel Site OUR GROWTH Over Over million reviews and opinions million Unique visitors a month million businesses listed, including over 655,000 hotels user contributions every minute TripAdvisor Goes Live 20 Million Monthly Unique Visitors 50 Million Monthly Unique Visitors 60 Million Monthly Unique Visitors Million Reviews & Opinions 5 Millions Reviews & Opinions 75 Millions Reviews & Opinions 7 8 2

com, November 2012 1 PhoCusWright January 2012 2 mydestination.com 5 6 Where does TripAdvisor fit in?

3 7 TripAdvisor Tips Growing together: What you can do to improve your presence on TripAdvisor Register with the Management Center Encourage reviews Get notified of reviews and track reviews Write a management response Include a description of hotel and amenities Add photos and videos Add a widget from the Widget Center Register with the Management Center 2 Encourage guests to write a review Promote Engage Monitor Utilize TripAdvisor reviews to increase booking conversion Respond to reviews and provide potential customers with useful information Track reviews and customer satisfaction of your property 11 12

from the Widget Center 9 10 1 Register with the Management Center 2 Encourage guests to write a review Promote Engage Monitor Utilize TripAdvisor reviews to

4 TripAdvisor reviews are largely positive Average Score is 4.01 Percentage of all ratings, February % What affects your popularity? 1) How recent the reviews are 28% 7% 7% 12% What affects your popularity? 2) How positive or negative the reviews are What affects your popularity? ) The number of reviews

1) How recent the reviews are 28% 7% 7% 12% 1 2 4 5 1 14 What affects your

5 Get notified and track reviews Track and manage your performance Manage recent reviews and see how travelers have rated your property, such as the service, cleanliness, location, etc Management Dashboard 4 Write a management response

rated your property, such as the service, cleanliness,

Management Response notification e-mails Write a management response An appropriate management response to a bad review improves my impression of the hotel.

6 Management Response notification s Write a management response An appropriate management response to a bad review improves my impression of the hotel. 2% Seeing a hotel management response to reviews makes me believe that it cares more about its guests. 5% 14% 84% Agree Neutral Disagree 17% 78% Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. September Include a description and amenities 6 Upload photos and videos

2% Seeing a hotel management response to reviews makes me believe that it cares more about its guests.

7 18/01/201 7 Add a widget from the Widget Center NEW! Facebook App Growing together: What TripAdvisor is doing for you

8 Management Response improvements Facebook integration Filter by what language the review is written in Sortable content Response flag after you respond to a review personalized users more engaged content contributions 29 0 Mobile: Powerful Extension of TripAdvisor Platform Videos, tips and guides Find & contact hotels; find & reserve restaurants; find & book attractions and tours; find flights 50+ City Guides available off network Write reviews & participate in travel forums #2 ranked travel app in 2011 (1) 20 languages available 26M+ app downloads (1) Distimo study of all mobile app downloads in travel sector in 2011 across all 65 markets where data is available for Apple App Store for ipad, Apple App Store for iphone, Google Android Market and Windows Phone Marketplace (2) Monthly unique users on mobile devices according to TripAdvisor log files 5M+ monthly unique users (2) 2 2 8

flights 50+ City Guides available off network Write reviews & participate in travel forums #2 ranked travel app in 2011 (1) 20 languages available 26M+ app downloads (1) Distimo study of all mobile

9 TripAdvisor Resources URL Blog 9

REVIEWS, REPUTATION AND ROI

REVIEWS, REPUTATION AND ROI Getting the Most out of TripAdvisor and Your Online Presence Presented by Steven Paganelli, CDME Head of Destination Marketing Sales, Americas WHAT IS THE ROI OF SOCIAL MEDIA?